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Alison Smith, Catering Operations Manager at the Library of Birmingham

What do you enjoy most about your role?

I manage a team of ten at the Library and really enjoy creating a great team within a happy venue. With reports and feedback the team can see what they can achieve and I take great pride in being known as a leading venue due to our customer service skills and compliance results.

What draws customers to the iconic location?

Many visitors come to view the architecture and the terraces and often students attending classes at Brasshouse Language School visit as we are based in the same building. We are looking forward to 2018 where the new family friendly park area is due to be finished in Centenary square. This will bring many even more visitors to our venue.

How to do you measure success?

We measure success through the customer feedback we receive. We are delighted to have been awarded the highest mystery shopper score within Amadeus. Positive feedback and the high scoring results from the visit really energise all of us to always ensure we offer the very best service.

How does Amadeus ensure regional venues feel a part of the family?

Many of us have worked at other locations where the catering is run by Amadeus. Before moving here I was based at the ICC and since moving I always felt part of the whole Amadeus team. Our venue has constant communication with the wider team and this ensures we are synced. We are a regional venue but part of a strong overall team culture.

What are the biggest improvements you have seen at the Library of Birmingham?

During my time at the Library I have seen an improvement in compliance training which makes the team feel more confident in their role within the Library and Amadeus. The access and ease to complete these courses enables the team to learn without it feeling like a chore. Amadeus also have several other initiatives which really help the team come together and we all feel part of the whole Amadeus family, even as a regional venue.

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